IT Service Desk Manager

IT Service Desk Manager

Position Summary :

The IT Service Desk Manager is responsible for overseeing the day-to-day operations of the IT Service Desk, ensuring the delivery of high-quality technical support and customer service to end users. This role manages a team of service desk technicians, analysts and leads, sets performance standards, and drives continuous improvement in service delivery aligned with ITIL best practices.

The manager serves as the primary point of escalation for complex issues, coordinates with infrastructure, applications, and data teams, and ensures incidents, service requests, and problems are resolved within agreed service levels. They are responsible for ensuring proper development and maintenance of knowledge base resources, optimize workflows through automation and reporting, and monitor performance metrics to identify trends and opportunities for process improvement.

The IT Service Desk Manager also partners with both internal and external teams to understand evolving technology needs, translates them into service improvements, and fosters a customer-focused culture within the IT organization. This position requires strong leadership, technical expertise, and the ability to balance operational excellence with strategic planning.

Responsibilities :

Leadership and Management :

• Lead, mentor, and develop a team of service desk technicians, analysts, and leads.
• Manage staffing, scheduling, and performance evaluations
• Foster a culture of accountability, collaboration, and customer-centricity.
• Identify opportunities to automate routine tasks and workflows to improve team efficiency.

ITSM and ITIL Process Ownership :

Operational Excellence :

Customer Experience :

Technology and Tools :

Field Engagement :

Education & Certification :